Approach
We write down how to use the system and what to do if something changes or fails. Another team member can then continue the work without depending on the person who set it up.
How we work
We record processes, access, rules, and usage criteria.
We create documentation that is brief, visual, and easy to update.
We agree on when to review and update the documentation.
How this connects to your business
Instructions let another person continue the work. We write down rules, statuses, access and common answers, along with when and whom to ask for help if a request needs special attention.
What to define
We bring information from the website, WhatsApp, email and forms together with CRM records, tickets and tasks. Each request has a status, an owner and an action still to take.
- Which request comes in, through which channel, and with what priority.
- Who responds, what data they need, and when they should escalate.
- Which tasks we can automate and which decisions the team needs to keep.
Expected outcome
The team can check what happened to each request and continue another team's work with less manual data entry.
Tools for the project
We choose them to suit the task, the access you have and the data you need to keep.
- Notion
- GitHub
- Visual Studio Code
- HubSpot